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Head of Employer Services

Salary: £66,939 - £70,283
Contract: Full Time (Hybrid)

Are you an experienced leader with a passion for building strong customer relationships, driving service excellence and delivering strategic change? Do you thrive in a collaborative environment where you can influence organisational performance, lead high-performing teams and shape the future of employer engagement? If so, we may have the role for you.

About WMPF

The West Midlands Pension Fund is one of the UK's largest pension funds, providing Local Government Pension Scheme benefits for employees across the West Midlands. We manage and administer the pension interests of over 330,000 scheme members, 800+ employers and currently have over £21 billion in assets under management.

We are recruiting for a Head of Employer Services to lead our Employer Services function within Pension Services.

What the day will look like

Responsibilities include:

• Leading and managing the Employer Services function, ensuring the delivery of high-performing, customer-focused services to employers and stakeholders.
• Developing and implementing the Employer Services strategy, aligned to the Fund's Corporate Plan and strategic objectives.
• Providing inspirational leadership to Relationship Management Leads and the Onboarding & Exits Lead, creating a culture of accountability, collaboration and continuous improvement.
• Monitoring employer performance against the Pension Administration Strategy (PAS), identifying trends, managing risks and leading corrective action where required.
• Driving service improvement through the use of management information, customer feedback, journey mapping and performance analysis.
• Leading employer engagement initiatives, including communications, events and targeted campaigns to improve customer experience and employer compliance.
• Ensuring robust governance, risk management, business continuity and internal controls are embedded across the Employer Services function.
• Overseeing Employer Services policies and ensuring compliance with Data Protection legislation and information governance requirements.
• Managing budgets, resources and workforce planning to ensure value for money and delivery of strategic priorities.
• Representing the Employer Services function at senior leadership meetings, governance forums and external stakeholder events.

About you

We are looking for an inspiring and strategic leader with significant experience managing customer-facing or relationship management services within a complex organisation.

You will be educated to degree level in a relevant subject or be able to demonstrate substantial experience that supports the requirements of the role.

Experience within the Local Government Pension Scheme, pension administration or a public sector environment would be advantageous but is not essential.

Why choose the West Midlands Pension Fund?

You will receive a generous holiday entitlement starting with 26 days annual leave plus bank holidays. We usually work two days a week in the office and three from home, supporting a healthy work/life balance.

Our modern office environment offers a relaxed and collaborative atmosphere with study and breakout areas, meeting rooms and kitchens with complimentary tea and coffee facilities. There are also cloakrooms, bike stores, showers and lockers available.

Other benefits include:

• Competitive Local Government Pension Scheme.
• Flexible and hybrid working arrangements.
• Comprehensive learning and development opportunities.
• Professional qualifications and career development support.
• Employee awards and recognition scheme.
• 24-hour Employee Assistance Programme.
• A strong commitment to diversity, inclusion and wellbeing.

Working at the Fund offers the opportunity to make a real difference to hundreds of thousands of members while working alongside talented colleagues who are committed to delivering outstanding service. You'll have the opportunity to innovate, collaborate and shape the future of one of the UK's largest pension funds.

We are delighted to have achieved PASA accreditation, Investors in People and Customer Service Excellence recognition. We also hold Bronze Organisational Membership with the British Dyslexia Association and are working towards their Smart Award, further demonstrating our commitment to creating an inclusive workplace.

How we support our colleagues

As a new member of our leadership team, you will receive a comprehensive induction programme, introducing you to key stakeholders across the Fund and providing the support needed to succeed in your role.

You'll also benefit from ongoing leadership development, professional training and opportunities to contribute to strategic projects that shape the future direction of the Fund.

To apply for this post, please visit:

www.wmjobs.co.uk

For full details of the responsibilities and requirements of this role please see the attached Job Description and Person Specification.

Should you wish to discuss this opportunity further, please contact wmpfrecruitment@wolverhampton.gov.uk

NJC Pay Award for 2026 / 2027:

The annual pay increases for 2026/27 for NJC Local Government Employees are currently being negotiated and, once agreed, will be effective from 1 April 2026.

Our working arrangements

All council roles are allocated to either a fixed, field or flexible work style. Some roles are agile which enable and empower employees to maximise their performance and productivity, whilst maintaining a healthy work life balance. Roles with a fixed workstyle work in a fixed permanent council location. Roles with a field workstyle are usually allocated where employees are required to be out working in the community with a minimum requirement for 'touch down' space at any council location. Roles with a flexible workstyle have a flexible base location to meet the needs of the business and employees can work from a mixture of home or any council office, partner/client, or external location, as required to meet service requirements.

Please refer to the Job Description for further information on the workstyle assigned to the role you are applying for.

For more information about working for our organisation including the culture of the Council, the Council plan and vision, staff equality forums, core HR policies, employee benefits and much more please click here.

Diversity

We are committed to building a workforce that is reflective of the diverse community we serve. We want to attract the best applications from people of all backgrounds and underrepresented groups because we strongly believe in adding value through diversity, inclusion, and equality. Our employees enable us to deliver services that are accessible, inclusive, and reflective of Wolverhampton residents.

Our status as a Disability Confident Employer showcases our commitment to people with disabilities or health conditions, advocating for their opportunities and potential.

We've received the Stonewall Gold Award, emphasising our dedication to the LGBT+ community by nurturing an inspiring, inclusive, and equal workplace.

As of March 2023, the RACE Code Quality Mark signifies our active engagement with racial equality. These recognitions validate our continuous efforts towards fostering an inclusive work environment that respects and values our diverse employees.

As part of our commitment as a Disability Confident employer, a Gold Award Armed Forces employer and our commitment to supporting care leavers - we offer a guaranteed interview as long as your application meets the essential criteria for the post.

We encourage, inspire and value an inclusive culture here at the council where employees can flourish, thrive and be themselves. We have four staff equality forums for employees to join. These help to ensure our employees have a voice, they feel empowered to speak up and where everyone is treated with respect - Learn more about the staff equality forums here

Recruitment of Ex-Offenders

We are committed to the fair treatment of all our employees, potential employees, or users of our service regardless of offending background. The Council uses the Disclosure and Barring Service (DBS) for any vacancies that require a DBS check to obtain information about applicants to assess their suitability for employment in positions of trust. We do not discriminate unfairly against any individual on the basis of a conviction or any other information revealed as a result of a DBS disclosure - Learn more here

Employment Information & Support

If you are considering applying for an apprenticeship or a role where the salary is (Grade 2-5), and would like to visit us to learn about the application, interview process and what it is like to work for the council, please click on this link to find out more - Learn more here